Assistant Director, PeopleLink Operations

The Assistant Director is responsible for the operational performance of the PeopleLink Senior Service Advisors and Service Representatives in the HR services center. In this capacity, s/he will lead, supervise, and mentor the Service Advisors (SSA) and work with the PeopleLink Team Lead to ensure the high quality delivery of employee services to the NYU community. The individual in this position will be responsible for resolving escalated client inquiries and issues related to Benefits, Employee Events, Employee Data, Compensation, Payroll & Time Entry as well as other inquiries, within agreed to service levels, from both a timeliness, accuracy and quality perspective. S/he will oversee resolution of cases from creation by Service Representatives through resolution including those resolved by the SSAs. The Assistant Director ensures that PeopleLink delivers the highest quality service to clients, manages the scheduling and workload, and adequately forecasts and staffs the solution center for peak periods. This position directs and supervises Service Advisors and the PeopleLink Team Lead to ensure that tasks and inquiries are completed on time, high-quality customer service is delivered, that all responsibilities are met. The individual in this position is responsible for monitoring, managing and maintaining the performance of the team and informing/escalating issues to the PeopleLink Director as necessary.Required Education:Bachelor's Degree

Required Experience:7 years of relevant experience in a managing a service center/operations environment with management responsibilities, including subject matter expertise in HR, Benefits, Compensation and/or Payroll. Must have experience managing a team of direct reports and using service metrics to manage and monitor team performance.

Preferred Experience:10 years of experience within a management position managing a large team of full time direct reports. Experience in Higher Education and/or a Shared Services environment.

Required Skills, Knowledge and Abilities:Strong analytical, project planning, management, and verbal/written communication skills. Excellent at collaboration with multiple departments and teams to execute and improve service delivery. Thorough knowledge of Human Resources, Benefits, HR data, Compensation and/or Payroll concepts and practices. Operations experience, including the use of quality improvement principals, and/or key performance indicators and service metrics. Ability to develop and interpret policies and procedures, to interact effectively with a diverse population, and to facilitate decision making.